This article includes the following sections:


About Custom Fields

Select Navigation>Admin>Manage Fields to open the Manage Fields screen. This screen is where you create fields to hold data that is particular to your company and implementation of the software. On this screen you see three sections:

  • Session Data: create fields to hold information about your sessions
  • Consumer Data: create fields to hold information about your consumers
  • Content Data: create fields to hold information about your content

Note: Support.com Cloud does not support adding or removing custom fields. You may enable, disable, and configure the existing custom fields that appear on this screen.


Session Data

In this section of the screen you can add a new Session Data custom field by clicking the Add New button and control how many of your fields you see at a time. The table contains the following columns:


  • Quick Edit: Clicking the Quick Edit icon (lightning bolt) for a custom field opens the Quick Edit pane for that field (see Quick Edit).
  • Edit: Clicking the Edit icon (pencil) for a custom field opens the <Custom Field> screen for the selected custom field, where <Custom Field> is the name of the custom field (see Full Edit).
  • Status: Status of the custom field (either Enabled or Disabled). If the status is Disabled, you can click the up arrow to enable it. If the status is Enabled, click the barred circle to disable it. See Enabling/Disabling a Custom Field.
  • Custom Field: Name of the custom field. This name is not visible to Agents.
  • Label: Name of the field as it appears to Agents.
  • Required: Whether (Yes) or not (No) the custom field is required when creating a consumer or session.
  • Type: Type of custom field (Input or Combobox).
  • Order: Order in which the field appears relative to other custom fields.


Support.com® Cloud includes the External Session id field to uniquely identify a session and help you map session data stored in Support.com Cloud with your existing CRM application or procedure. You may create a label for this custom field. For example, you could give the External Session id field a label of SessionID Agents would see this field as SessionID.


Consumer Data

The table contains the following columns:

  • Edit: Clicking the Edit icon (pencil) for a custom field opens the <Custom Field> screen for the selected custom field, where <Custom Field> is the name of the custom field (see Full Edit).
  • Status: Status of the custom field (either Enabled or Disabled). If the status is Disabled, you can click the up arrow to enable it. If the status is Enabled, click the barred circle to disable it. See Enabling/Disabling a Custom Field.
  • Custom Field: Name of the custom field. This name is not visible to Agents.
  • Label: Name of the field as it appears to Agents.
  • Required: Whether (Yes) or not (No) the custom field is required when creating a consumer or session.
  • Unique: Indicates whether the value of this field must be unique, such as an identifier. A unique field may be optional only if all your other custom consumer data fields are also optional. Likewise, a unique field may be disabled only if all your other custom consumer data fields are also disabled.
  • Editable: Whether the field is read-only. If you select this box, agents can change the contents of the field. If this box is clear, agents can't change the contents of the field, protecting the data from accidental changes.


Support.com® Cloud includes the External Consumer Id field to uniquely identify each consumer and help you map consumer data stored in Support.com Cloud with your existing CRM application or procedure. You may create a label for each custom field. For example, you could name the External Consumer Id field as Consumer#. Agents who are creating a new consumer would see this field as Consumer#.


Content Data

In this section of the screen you can edit the Content Data custom fields by clicking the pencil icon to the left of the row. The table contains the following columns:

  • Edit: Clicking the Edit icon (pencil) for a custom field opens the <Custom Field> screen for the selected custom field, where <Custom Field> is the name of the custom field (see Full Edit).
  • Status: Status of the custom field (either Enabled or Disabled). If the status is Disabled, you can click the up arrow to enable it. If the status is Enabled, clicking barred circle to disable it. See Enabling/Disabling a Custom Field.
  • Custom Field: Name of the custom field. This name is not visible to Agents.
  • Label: Name of the field as it appears to Agents.
  • Required: Whether (Yes) or not (No) the custom field is required when creating a consumer or session.
  • Type: Type of custom field (multiselect, checkbox, or Combobox).
  • Order: Order in which the field appears relative to other custom fields


Editing a Custom Field

Support.com Cloud allows you to perform either a quick or full edit for a custom field.


Quick

To quick edit a custom field:

  1. Click the Quick Edit icon (lightning bolt) for the custom field you want to edit.

    The Quick Edit pane expands for that custom field.

  1. You may edit any of the following information in the appropriate field(s)/checkbox:
    • Label: Name of the custom field that will appear to Agents.
    • Description: Brief description of how the custom field is being used.
    • Checking the Required checkbox makes this custom field required when creating a new consumer (External Consumer Id) or session (External Session Id). Clearing this checkbox makes the custom field optional.
    • Order: Order in which the custom field will appear to Agents. 
    • Validation: If you need the data in the custom field(s) to meet certain criteria (such as length and/or type of input), then you can specify the validation to perform on these fields by entering the requisite criteria in this field. This field uses Standard Regular Expression Strings (RegEx) syntax. Please see https://www.websense.com/content/support/library/email/hosted/admin_guide/regex.aspx for more information.
  1. Click the Update button to save your changes.


Support.com Cloud will do some or all of the following, as appropriate:

  • Update the field information.
  • Make the field optional or required, as appropriate.
  • Update the method it uses to validate Agent input in this field.


Full

To perform a full edit for a custom field:

  1. Click the Edit icon (pencil) for the user you want to edit.

    The User Details screen appears for that user with their current information populated in the appropriate field(s).

  1. Edit some or all of the following information in the appropriate fields, as needed:
    • Field: Internal name of the custom field (required).
    • Label: Name of the field that appears to Agents (required).
    • Description: Field description that appears to Agents. This field is optional.
    • Data Type: Type of data (such as text) that this field accepts (required).
    • Control: Type of input for this field (required). The available options are:
      • Text: Single-line text box.
      • Combobox: Multi-line text box.
    • Default: Default value of the custom field, if the Agent does not enter a value. This field is optional.
    • Checking the Required checkbox makes this custom field required when creating a new consumer (External Consumer Id) or session (External Session Id). Clearing this checkbox makes the custom field optional.
    • Order: Order in which the custom field will appear to Agents.
    • Validation: If you need the data in the custom field(s) to meet certain criteria (such as length and/or type of input), then you can specify the validation to perform on these fields by entering the requisite criteria in this field. This field uses Standard Regular Expression Strings (RegEx) syntax. Please see http://www.websense.com/content/support/library/web/hosted/dsc_admin/wildcard_regex.aspx for more information.
  1. Click the Save button to save your changes.


Support.com Cloud will do some or all of the following, as appropriate:

  • Update the field information.
  • Make the field optional or required, as appropriate.
  • Apply the configuration options as specified by you.
  • Update the method it uses to validate Agent input in this field.


Enabling/Disabling a Custom Field

To enable or disable a custom field:

  • Click the Enable icon (up arrow) next to a disabled custom field to enable it. Enabling a custom field causes it to appear when creating a consumer and/or session. If the field is both enabled and required, then the Agent must enter something in this field (that passes any applicable validation) in order to complete the activity.
  • Click the Disable icon (up arrow) next to an enabled custom field to disable it. Disabling a custom field removes it from the consumer and/or session creation process(es).
  • If you disable all fields, then you will also be able to disable the Email field. Doing this will allow Agents to create sessions without entering any consumer information, as described in Session Without a Consumer (opens a new article).